Trade in iPhone

Dear Sir/madam, I’m a AT&T’s loyal and valued customer. I have been with AT&T more than 15 years and still valued the At&T . Today I’m writing this issue to report you about your AT&T customer service representative’s misleading, unfairness, irresponsibleness, harassment and an injustice behavior toward me. Being a loyal customer this long, I felt the AT&T did not treat me right and cheated for the following reason; On September some time I have upgraded to iPhone 14 Pro Max, with trade promotion offer of $800 dollars with my iPhone 11 Pro. The AT &T customer service representative promised me that ‘they will send the trade in package and label for trade in device and I have waited almost 3 weeks. After 3 weeks I called the customer service and talked to Jennifer, she apologized and said she will sent the package the same day, after a weeks I still did not received the return label, then again I called and I was told they have sent the package and asked me to wait for another week After a week I called them again and again asking where is the trade in mailing package? Then she said they will extend the trade in time by 30 days’ which I have the email from AT&T, sent on October 27, 2022. During that timeframe, I have upgraded another iPhone 14 Pro Max with my iPhone 11 Pro, for the same promotion of $800 trade in value deal. And the customer service representative told me that she will send both trade in packages, so that everything will be fine. At that time also I have waited couple of weeks and called the customer service and explained everything and because of my previous bad experience on not receiving the trade in return packages, I did ask for supervisor and I was able to talk to the supervisor on November 16, 2022. And on November 17, 2022, the supervisor finally emailed me 2 separate return labels for my both iPhone 11 Pro and that the same day I have sent both of my iPhone 11 Pro to the AT&T. Then I was keep checking the tracking number and found out that AT&T received my both iPhones 11 Pro on 20th of November and after 2 weeks I called to the AT&T and they said they have received my both iPhone 11 Pro with good condition and processing and ask me to wait 1 billing cycle to see the credit. After 2 billing cycle I didn’t see the credit, then I called the customer service and keep going back and forth for almost two hours she told me that ‘when they received my both iPhone 11 Pro, it was beyond 30 days of the upgraded, so they will not issue me the credit. Then I explained everything what was happened, they still didn’t care and at the end she told me that since you being the over 16 years loyal customer we will give you one time $350 dollars credit. Even though I was frustrated and upset I still keep calm myself and request them that either you have give me the credit of $800 each, as I was or please return my both iPhone 11 Pro back. Then they don’t have policy to return the phone, no further action will be taken, which is absurdly unacceptable. Therefore; at this moment, I humbly would like to request the management to please investigate (check note and listen all my recorded conversations) about my case and value my loyalty towards AT&T. My demand is pretty simple; either please provide me the trade in value $800 of each as it was promised or please send my both iPhone 11 Pro back to me. It is my sincere hope that, the AT&T will value me as loyal customer and justify my request. Thank you and looking forward your positive response. Thank you. Sincerely, Ram